# Carolyn Nieberding > Product Designer | UX/UI Designer | CX & Experience Strategist | I specialize in designing complex, revenue-critical B2B systems. Location: San Francisco, California, United States Profile: https://flows.cv/carolynnieberding Creative and passionate designer with 9+ years of product, design, and CX experience in B2B SaaS. Highly skilled in user-centered design, data analysis, and process optimization, with a proven track record of translating complex, cross-functional user needs into elegant solutions across various platforms. Committed to leveraging a unique blend of operational expertise and design thinking to develop beautiful, innovative, engaging, and intuitive experiences that delight users and drive business growth. Currently looking for an in-house Product (UX/UI) Design role within an established design team in a mid-to-late stage, mission driven, B2B SaaS company. ## Work Experience ### Product Designer (UX/UI) @ Prototyp3 Jan 2025 – Present ### Product Designer & CX Strategist @ CECN Designs Jan 2024 – Present | San Francisco, California, United States Bridging UX, CX, and service design to craft intuitive solutions rooted in systems thinking and user empathy. Clients include startups and growth stage companies across a range of industries: AI, healthcare, hospitality, finance, and gaming. Leveraging generative AI tools to accelerate user research, wireframing, and rapid prototyping throughout the design process. π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Partner with clients to design and deliver functional, visually appealing websites and apps β€’ Conduct in-depth user interviews, create personas, develop wireframes and build prototypes to address client-specific needs and improve user experiences β€’ Design and conduct usability tests to validate design decisions and refine final deliverables based on user feedback ### Product Designer | Service Designer @ Christy Vitiello, L.Ac. Acupuncture and Herbal Medicine Jan 2024 – Present | San Francisco, California, United States Partnered with local acupuncturist business to redesign website, booking flow, branding, and internal systems. 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Boosted new client bookings 59% within the first month post-launch (and Likelihood- to-Book score 1.8β†’4.1) through responsive website design and updated booking flow, informed by user interviews, prototyping, information architecture, and usability testing. β€’ Implemented practice management platform to eliminate paper workflows, reduce admin time, enhance the client experience, and improve overall business scalability. ### Product Designer @ ModernDoc Jan 2024 – Jan 2025 | San Francisco, California, United States Led Product Design for early-stage AI health tech startup, collaborating with founder/ engineer to design a 0 to 1 product, informed by user research and business priorities. 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Designed net new feature: transparent, source citations for AI-driven health answers β€’ Drove a +40% increase in user trust β€’ Achieved Trust Score of 4.3 of 5 (vs. 3.5 for competitors) ### CX Operations & Systems Designer @ Iterable Jan 2020 – Jan 2024 | San Francisco Bay Area Joined as the functional lead for Customer Success Operations. Acted as a strategic partner to the CS organization, driving the optimization of processes, tools, and data to empower the team in delivering exceptional customer experiences. In this role, I owned key metrics, designed streamlined workflows, and implemented technology solutions to improve retention, drive growth, and enhance operational efficiency. Within two years, promoted to a people management role, where I hired and led the company’s first Customer Success Analyst, expanding the team’s capacity and impact. π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Developed CSM Operations annual roadmap and quarterly project prioritization β€’ Owned customer journey alignment between customer-facing team including Account Management, Professional Services, and Technical Support β€’ Conducted in-depth analyses on key metrics such as Net Growth, Churn, and Expansion β€’ Designed and implemented key dashboards, enhancing visibility and data-based decisions across the company β€’ Built, optimized, and managed the Customer Success technology stack to streamline internal workflows and enhance customer journey engagement 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Spearheaded the evaluation, selection, and deployment of Catalyst as the new Customer Success Platform, replacing Gainsight, resulting in improved efficiency and reducing costs ~30% β€’ Revamped the customer risk escalation process contributing to a record high 81% retention rate β€’ Boosted NPS response rates 2.3x (+8%) + CSAT responses 14x by redesigning the survey user flow based on user research, prototyping, A/B testing, and strategic automation β€’ Promoted to leadership role where hired and managed Customer Success Analyst to expand analytics capacity within the CSM operations organization ### Director of Customer Success (CX) @ Canary Technologies Jan 2019 – Jan 2020 | San Francisco Bay Area Hired to lead the creation of the Customer Success department, focusing on process development and driving impactful solutions for an expanding customer base. 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Directed team of Customer Success Managers, increasing weekly onboarding rate by 12% β€’ Inspired design of customer self-onboarding feature β€’ Cultivated relationships and executed deployments for key enterprise customers ### Director of Business Operations (CX + Sales) @ Duetto Jan 2017 – Jan 2019 | San Francisco Bay Area Promoted to Director of Business Operations to oversee operational efficiency across the Sales and Customer Success Teams. This promotion was an expansion of the central operations function to foster a culture of process and efficiency that cuts across all regions and verticals. π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Expanded responsibilities to oversee operational processes and playbooks across both Sales and Customer Success teams, identifying pain points and driving process improvements β€’ Prototype and iterate on enhancements within Gainsight, aligning platform’s capabilities with evolving team workflows and business objectives β€’ Manage Sales and Customer Success technology stack including Salesforce, Gainsight, Team Support, JIRA, and Cirrus Insight β€’ Temporarily own Deal Desk responsibilities, such as reviewing and closing Salesforce Opportunities and modifying contracts, prior to hiring dedicated team 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Developed and refined detailed Customer Journey maps to visualize and improve key touch points, ensuring seamless transitions between Sales and Customer Success teams β€’ Orchestrated ticketing system post-rollout evaluation and roadmap β€’ Supervised customer training overhaul to improve scalability without losing efficacy β€’ Formalized renewal process β€’ Coordinated agenda and content generation for first annual user conference (DuettoX) ### Associate Director of Customer Experience Operations @ Duetto Jan 2016 – Jan 2017 | Las Vegas, Nevada Area Promoted to Associate Director where the focus shifted from ensuring individual client success to building operational efficiency and scalability through process change, training, and systems management. In this role, I managed operations for the global Customer Success department consisting of forty people across four offices and four specializations (Customer Success Management, Deployment, Data Quality, and Partner/Integration Management). π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Evaluated department needs and identified requirements for system and process improvements β€’ Own customer risk management, designing the escalation process to detect early signals of at-risk customers and provide path to escalation β€’ Owned created of product and process documentation β€’ Spearheaded internal training initiatives β€’ System administrator for Gainsight, Salesforce, JIRA, Freshdesk, Team Support, Intercom 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Designed and implemented Customer Success Management system and reporting platform: Gainsight β€’ Led team of senior directors in research, decision, and implementation of a customer support ticketing system β€’ Initiated and executed the department’s internal annual training conference from 2014 to 2016 β€’ Designed and managed yearly internship development programs since the start in 2013 β€’ Managed redesign of Duetto's integration API guide used with integration partners β€’ Recruited 7 full time hires from college recruiting, resulting in 0% turnover and 30% promoted as of August 2017 ### Senior Customer Success Manager @ Duetto Jan 2014 – Jan 2016 | Las Vegas, Nevada Area Promoted from Manager to Senior Manager to reflect additional responsibilities and exceptional product prowess. As a Senior Manager, it was my responsibility to not only ensure my clients' success but act as the primary product expert for the growing department. π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Responsible for customer portfolio consisting of 33% of region’s annual recurring revenue β€’ Maintained a deep understanding of the product and market trends to advise customers on relevant features and functionality for greater success with the product β€’ Act as main point of contact for customer issue and escalation 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Provided positive customer experience, achieving an 80+% renewal and 42% expansion rate β€’ Synchronized across departments for delivery of contractual obligations for key enterprise customers β€’ Organized project teams to drive external and internal training initiatives, outside of core responsibilities ### Founding Customer Success Manager @ Duetto Jan 2013 – Jan 2014 | Las Vegas, Nevada Area Joined as a founding member of the team hired to help launch the Customer Success function while opening Duetto's Las Vegas office. The Duetto Customer Success team is made up of revenue strategy experts from the most respected hospitality icons around the world - so to strategize with customers as consultants. From pre-sale through onboarding to ongoing support, this team is there to maximize the capability of the solution to solve our customers' big business problems! π—žπ—˜π—¬ π—₯π—˜π—¦π—£π—’π—‘π—¦π—œπ—•π—œπ—Ÿπ—œπ—§π—œπ—˜π—¦: β€’ Nurture client relationship through all phases of the customer life cycle from initial sale through product adoption β€’ Project manage multiple, overlapping customer implementations, including communication of status to key stakeholders on all levels of the organization β€’ Responsible for the department’s largest portfolio of hotels across US and EMEA β€’ Collaborate across departments for identification and tracking of enhancement requests β€’ Assist with product development from idea to creation 𝗧𝗒𝗣 π—”π—–π—–π—’π— π—£π—Ÿπ—œπ—¦π—›π— π—˜π—‘π—§π—¦: β€’ Founded Customer Success team laying groundwork for all future managers β€’ Led creation of technical product implementation and process to later train a specialized deployment team β€’ Developed and executed customer product training and strategy sessions, format used through 2018 (4 years) β€’ Created initial framework for product documentation ### Business Development (EMEA) @ Hilton Worldwide Jan 2012 – Jan 2012 | Istanbul, Turkey Hilton Worldwide is one of the largest and fastest growing hospitality companies in the world, with more than 4,660 properties comprising more than 765,000 rooms in 102 countries. Within Hilton, my role was to assist in further international development throughout the Eastern European region. In this internship, I assisted with international development throughout the Eastern European region, based in Istanbul, Turkey. I created executive reports presenting development opportunities in Turkey, Russia, and Georgia, executed development trend analyses for portfolio growth from 2006 to 2012, and conducted market competition analyses to identify distribution gaps in target cities in Turkey. Additionally, I participated in contract negotiations and site visits in Istanbul, Bursa, and Mugla. ### Business Development (APAC) @ Interstate Hotels & Resorts China Jan 2011 – Jan 2011 | Shanghai, China Interstate Hotels & Resorts is the leading global hotel management company consisting of 430 hotels, resorts, and conference centers with over 75,000 rooms located throughout the U.S. and around the globe. With Interstate, I focused on international business development and enhancing customer experience within the Asia Pacific (APAC) region. I conducted market research on luxury hotel experiences in Shanghai and recommended improvements for the J brand by Jin Jiang, a hotel brand partially owned by Interstate. Additionally, I gained insights into Chinese business etiquette through education by Jin Jiang executives and learned about the history of third-party hotel management in the Chinese market. ### Human Resources and Marketing @ Kerzner International Jan 2010 – Jan 2010 | Plantation, Florida At Kerzner International, a leading hotel resort company with brands like Atlantis, One & Only, the Atlantis, and Mazagan brands, I focused on enhancing company culture. In Human Resources, I led three open houses and managed a full recruitment cycle that resulted in 21 new hires alongside organizing employee appreciation events. In Marketing, I designed documentation outlining current marketing initiatives and analyzed the effectiveness of social media sites and the company’s developing 3D website. ### Guest Experience @ Annapolis Waterfront Hotel, Autograph Collection - Marriott Jan 2009 – Jan 2009 | Annapolis, Maryland As a guest experience and operations intern at the Annapolis Waterfront Hotel, I gained foundational experience in hotel operations and ensured room quality throughout hotel exceeded expectations for the annual assessment at this premium Thayer Lodging hotel. Thayer Lodging is a private real estate investment company specializing in hospitality assets. ## Education ### UX Academy in UX/UI Design & UX Research Designlab ### Bachelor of Science (B.S.) in Hotel Administration Cornell University ### Study Abroad Program Universidad de Sevilla ### The Summit Country Day ## Contact & Social - LinkedIn: https://www.linkedin.com/in/carolyn-nieberding - Website: https://carolynnieberding.com/ --- Source: https://flows.cv/carolynnieberding JSON Resume: https://flows.cv/carolynnieberding/resume.json Last updated: 2026-04-07